Principal Duties and Responsibilities (in order of importance)
- Assist as subject matter expert and peer support during training and/or upskilling
- Assist with system access for new hires
- Answer procedural questions
- Conduct up-skilling training sessions
- Prepare training materials
- Participate in call calibration sessions
- Monitor specialist calls to coach new hires on call quality
- Maintain accuracy in policies, procedures, training content and activities
- Take active role in promoting the Customer Engagement Call Framework
- Collaborate with Workforce Management to schedule staff for training classes
- Review and provide annual re-certification of procedures and training material
Core Competencies:
- Ability to create or redesign training content to support business needs
- Ability to facilitate training for business operations for class size of 10 or more learners
- Resilient, flexible and adaptable in a fast-paced environment
- Demonstrates personal excellence including punctuality, integrity, and accountability
- Able to approach problems logically and with good judgment to ensure the appropriate outcome
- Effectively prioritizes work to ensure efficiency
- Adheres to all applicable regulatory and department practices and procedures
- Ability to work independently and in a team environment
- Think critically and exercise independent judgement
Knowledge and Experience
- In person and virtual training facilitation experience (call center environment preferred)
- Background and experience in payment operations industry or technical support functions preferred
- Customer interaction or customer support experience strongly preferred, either by phone or face to face
- Proficient with data tools (Excel, database) and data visualization tools (i.e. PowerPoint, tableau)
- Excellent verbal, written and interpersonal communication skills required
- Demonstrated to be highly self-motivated, able to prioritize multiple tasks in a proactive manner to meet deadlines, and display attention to detail
- Bilingual English/French is highly preferred
Work Schedule
- Must be willing to work schedules during our operating hours, which can include evenings and bank holidays
- Must be willing to work in office three days per week
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